Customer Service Specialist
About The Position
The Customer Service Specialist is responsible for assisting individuals and families in connecting with resources. This role involves greeting customers, assessing their needs, performing data entry, initiating assessments, providing excellent customer service, and collecting customer satisfaction feedback. The specialist will enter data into the agency’s computer software systems, maintain customer files with required program eligibility documents, schedule appointments, conduct customer interviews, assist with intake applications, and collaborate with the agency team to provide a comprehensive approach to meeting customer needs.
Requirements
- Excellent verbal communication skills
- Excellent written communication skills
- Excellent listening skills
- Excellent customer service skills
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to calculate rates, ratios, percentages, and proportions with a basic understanding of statistics, algebra, and geometry
- Proficient in using Microsoft Office applications and other computer software as applicable to the position.
- Ability to read, analyze, comprehend, and apply written procedures
- Ability to communicate and present information
- Ability to research and disseminate information
- Ability to identify problems and recommend solutions
- Ability to influence the actions of others, where empathy and perceptiveness are required to determine the best course of action
- Ability to promote feelings of trust and security by establishing strong, caring relationships
- Ability to display tact, discretion, and sound judgment
- Ability to work with a diverse population
- High school diploma or equivalent
- Must pass required background checks
- Must have a valid driver’s license, reliable transportation, and provide proof of insurance
Nice To Haves
- At least two years of experience working in a social service-based program
- Associate's degree
Responsibilities
- Greets customers on the phone or in-person and provides excellent customer service to meet needs.
- Obtains relevant household information from customers; gathers information and records it into software systems, assesses and prioritizes customer needs; identifies customer resources; builds rapport with customers.
- Identifies the needs and interests of the customer; acts as a liaison between customers and referral programs/agencies; assists customers with completing applications for services, and provides follow-up to complete the application process.
- Performs data entry and maintains current knowledge of software changes and updates.
- Maintains a general knowledge of program rules and regulations and follows assigned guidelines.
- Maintains records as required, assists with phone calls and visitors, answers inquiries and directs customers to appropriate personnel, schedules appointments, and returns phone messages promptly.
- Provides assistance to team members as needed.
- Performs additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
